5 Top Customer Service Articles for the Week of January 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak
(CCW DIgital) This article shares 8 key findings on CX Design and Strategy, according to our 2019 market study.
My Comment: What’s your ROX (Return on experience)? The concept of ROX is a new one. This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. That said, ROX can apply to any part of the customer experience.
6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett
(Inc.) If your goal for 2020 is